Computer Aided Dispatch (CAD) Architect

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are looking for a Architect who specializes in Computer-Aided Dispatch (CAD) products and workflows to join our Customer Success team. You’ll work directly with our CAD Delivery Lead and the Delivery Manager.

This customer-facing role will be responsible for the successful deployment and testing of Mark43’s dispatch workflows and product integrations across the full spectrum of public safety agencies. You’ll operate in a consultative capacity, ensuring product features, workflows, and technical configurations are defined for each agency. You will also help train agencies on best practices with Mark43 CAD, guide change management, and drive product adoption processes to get users comfortable with the product and to continually enhance our core offerings. This position requires travel (up to 70%) and some shift work to support launch activities.

What You'll Do:

• Establish processes to deliver CAD workstream best practices across all Mark43 customers.
• Oversee the CAD implementation of the product.
• Help oversee end-to-end testing of CAD workstreams, integrations, and hardware components.
• Assist with user training and go-live support.
• Clearly define Mark43 and customer roles and responsibilities for the delivery and maintenance of CAD products.
• Work with various stakeholders to help guide change management best practices.
• Collaborate with the training and marketing teams to ensure new features are successfully deployed and understood.
• Gather product feedback and work with the Product team to help establish development priorities.
• Assist growth by vetting customer workflows for downstream planning.
• Work with Mark43 project managers to convey key team metrics and project risks to assist in staffing, budgeting, and future team planning.
• Partner with the Training team to update training materials to deliver an outstanding training experience.

Who You Are:

• You have at least two to five years of experience working as a product consultant, public safety professional, or implementing a CAD system.
• You are willing to be hands-on during planning and delivery.
• You have experience developing, communicating, and training on workflows and best practices.
• You are a skilled communicator and can create buy-in across diverse groups of users and lead change management efforts.
• You can take a variety of requirements and build concise workflows to account for customer objectives.
• You embrace technology and can quickly learn new features and determine how they can benefit various user groups.
• You embrace diversity and inclusion.
• You have excellent interpersonal skills and are skilled at multitasking.
• You have experience in PowerPoint, Excel, and Google products.
• You are willing to travel to client sites and interact with First Responders to review business processes, operations, and implementation.
• You are willing to work night shifts to accommodate go-live support.

Additional Preferred Qualifications:

• You possess a college degree from an accredited institution.
• You have experience with Agile and Waterfall project management methodologies.
• You have a working knowledge of public safety operations, terminology, and safety considerations.

People who thrive on our team also tend to share the following characteristics:

• Humble, Open, and Curious: You recognize there are numerous ways to solve a problem or implement a strategy. You gain various perspectives and consider the impact on the customer and other teams before making a decision. You also promote team diversity and diversity of thought.
• Attentive, Active Listeners: You’re interested in what others have to say and illustrate your interest with your actions. You listen with empathy and ask follow-up questions to determine what your team and customers would like to achieve. You are comfortable with conflict because conflict provides an opportunity to help solve problems.
• Enthusiastic Collaborators: You understand that the best outcomes are achieved through shared ownership, and you seek to spread knowledge and expand participation rather than restrict it. As a Lead, you need to work cross-functionally to achieve successful outcomes for your team and customers.
• Ultimate Team Player: You focus more on team and customer success than personal achievements. You understand that each team within the Deployments team works hand-in-hand to provide the best customer experience possible, and you might have to pitch in to help other team members.
• Comfortable with Uncertainty: You know that sometimes problems and situations can’t be simplified or fully understood; you know where to find information to help bring clarity to a situation, but you also understand that you won’t always have all the information when making decisions. You invite change and help your team and customers navigate change.